Customer Service Specialist

Potentiam LtdWorkFromHome, Limpopo, South Africa

3 days ago

Job description

About the client

Our client, an exciting UK‑based SAAS company, enables strong communities by providing platforms where people gather to create new connections and strengthen existing relationships. Their clients are prestigious educational institutions globally, but they are venturing into enterprises. They believe strong communities drive success for people and organizations and create unique spaces where people feel connected on a deeper level.

What we are looking for!

To act as a main point of contact for clients as they configure their Alumni platforms, launch to their members, and continue to market and promote their front‑end users.

Duties & Responsibilities

To ensure that client requests are responded to promptly via the project management system, Monday.com, and to update clients regarding project timelines, which includes implementing investigation, configuration and development work.
To summarise and confirm the specification of work requirements and cost quotes, reflecting current costings and anticipated timelines of developer completion.
Oversee investigation of technical inquiries and be able to ‘translate’ the issue to clients.
To coordinate and conduct client calls in regards to project kick‑offs, timeline updates, training, and new feature request walkthroughs.
To correctly follow set processes for implementation, testing and handover using various services. This includes, but is not limited to :
The creation of detailed work tickets for service features, bugs and improvements.
To be able to implement client service requests, using either back‑end framework systems or the Aluminate platform’s admin Build Tools.
When necessary, the Quality Assurance (QA) of development work tickets.
To review and update client user guides within our published Knowledge Base.
Conduct and keep training up to date.
To identify continuous process improvement and streamlining opportunities.
To monitor system functionality for user experience and information clarity.

Background & Experience

Min 5 years experience working in a client‑service role within the tech space (2‑3 years SaaS experience essential).

Experience managing tech / IT project implementations is essential.

Skill & Background requirements

Have a consultancy / business solution mind‑set.

Passion for the tech space and enjoy supporting clients.

Excellent listening skills and the ability to communicate clearly.

Show a high level of initiative and be able to self‑manage.

Open‑minded and able to explain functionality from a user’s perspective.

Have an eye for detail in regard to quality and analysing the user experience.

The ability to tailor your communication style to suit different client personalities.

Maintain calm under pressure.

Friendly and charismatic to client.

Salary & benefits

Competitive Salary, Medical Aid Allowance, Pension fund, opportunity to be part of a dynamic Company and a fantastic client team.

Location & hours

Cape Town (Remote) 09.00‑17.30 UK (Monday‑Friday).

DISCLAIMER

The personal information you provide in connection with the submission of your job application or otherwise as part of a recruitment process is used and stored for use only in the execution of a recruitment process and in connection with a possible recruitment.

Our contact person for questions regarding processing of personal data in connection with HR activities is Chantal Endemann, who can be contacted on email at . The disclosure of your personal information to any third parties is in accordance with written agreements with the parties concerned that comply with the applicable rules, including confidentiality requirements and deletion of information after the recruitment process ends as per our data storage policy.

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Customer Service Specialist • WorkFromHome, Limpopo, South Africa